Fonolo

SEPTEMBER 21, 2023

TIP: Common KPIs for contact center agents can include average handle time (AHT), first call resolution (FCR), and customer satisfaction score (CSat). Establish Your KPI Tracking Methods If you don’t already have a system to track agent performance, it’s time to upgrade.

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

Tenfold - Contact Center Blog

JULY 9, 2018

The cases that should be included in the formula are issues that can be resolved during the first call–for example, booking changes, cancellations, and upgrades. To calculate, divide the total amount of waiting time by the total number of calls received within a certain period. Average Handle Time.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78

Serenova

AUGUST 25, 2020

For example, an organization may leverage WFM solutions to give real-time feedback via dashboards that highlight individual and team performance. Supports schedule compliance. Schedule adherence assesses how closely a contact center agent follows their scheduled activities. Minimize hold time.

Contact Center 81

Contact Center Schedule adherence Management Coaching 81

NICE inContact

NOVEMBER 28, 2018

When using older contact center systems, you are likely to find inefficiencies in the areas of average handle times (AHT), first call resolution (FCR), and agent occupancy. Here is an example* of how improving these KPI’s can lead to big savings. Current AHT is 9.65

Contact Center 48

Contact Center Schedule adherence Average Handle Time First call resolution 48

Taylor Reach Group

MARCH 27, 2018

Leading by Example: What our Supervisors Need to Know. Operational Indicators - Average Handle Time (AHT). Calculating Schedule Adherence in the Contact Center . Leading by Example: What our Supervisors Need to Know. Leading by Example: What our Supervisors Need to Know . “Do

Schedule adherence 48

Schedule adherence Average Handle Time Consulting Consulting 48

Noble Systems

OCTOBER 18, 2018

Service level measures the percentage of calls that are answered within a specific time period. For example, you might specify a 90/20 service level meaning that 90% of the calls should be answered within 20 seconds. Due to fluctuations of incoming calls, you may want to establish different thresholds for peak times and off-peak times.

Gamification 60

Gamification Contact Center Schedule adherence Average Handle Time 60

Outsource Consultants

JANUARY 24, 2025

These tools help identify areas for improvement and highlight examples of outstanding service. Essential KPIs include: Average Handle Time (AHT) Measures the time spent per interaction. For example, a U.S. This targeted approach ensures critical interactions receive the necessary attention.

Best practices 67

Best practices Contact Center Technology Schedule adherence 67

Playvox

AUGUST 25, 2022

As workforce management professionals, we are faced with the daunting task of figuring out the ideal forecast, matching that forecast with a schedule and then making sure that our “master plan” works in the real world – meaning all the people that we are counting on for their shifts work their shifts as planned. Balloon Game.

Personalization 85

Personalization Management Schedule adherence Average Handle Time 85

COPC

APRIL 19, 2023

Source: Global Benchmarking Series | CX Understanding and Strategy For example, if your goal is to be a low-cost outsourcer, efficiency metrics like average handle time (AHT) should be at the forefront of your scorecards. Supporting that statement with a scorecard helps align these views. agent, team, program, site, etc.)

Metrics 70

Metrics Schedule adherence Benchmark Average Handle Time 70

Playvox

JUNE 22, 2023

For example, “On a scale of 1 to 5, how easy was it to solve your problem today?” Make sure customers know they are anonymous and consider a real-time incentive (e.g., Keep surveys short and set customer expectations ahead of time. For example, “Please answer 3 short questions about your agent and experience today.”

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Fonolo

NOVEMBER 3, 2015

‘Occupancy Rate’ is the percentage of time that agents spend handling customer inquiries vs. waiting for calls (idle time). For example, if your call center has an occupancy rate of 90% yesterday, that meant that your agents were handling customer enquiries for an average of 54 minutes out of every 60.

Call Center 52

Call Center Average Handle Time Schedule adherence Agent burnout 52

Noble Systems

JUNE 27, 2019

In addition to automating scheduling using factors such as work rules, availability and SLAs, WFM can send reminder messages about shifts, breaks, training and meetings to agents to improve schedule adherence. Comprehensive inbound and proactive outbound.

Cloud contact 57

Cloud contact Contact Center Interactive Voice Response Self service 57

Fonolo

AUGUST 15, 2023

Occupancy rate is the percentage of time that agents spend handling customer inquiries vs. waiting for calls (idle time). It’s the most common measure of how much of their time your call center agents spend dealing with customers. This is the same thinking that goes into calculating handle time.

Call Center 67

Call Center Schedule adherence Contact Center Agent burnout 67

OctopusTech

MARCH 1, 2023

Every inbound call center will have unique priorities, but here are some examples of metrics that are usually dashboard-worthy: Average handle times Abandon rate Average wait time Service levels First call resolution Schedule adherence Customer satisfaction Forecast accuracy Net Promoter Score Quality scores 4.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Babelforce

NOVEMBER 30, 2022

Average speed of Answer is a call center KPI which indicates the average amount of time a caller must wait to reach an agent after they’ve entered a queue. This does not include time spent navigating an IVR system. Average Handling Time (AHT). Schedule adherence. Call center coaching.

Contact Center 52

Contact Center Interactive Voice Response Automatic Callback Call Center 52

Serenova

AUGUST 25, 2020

For example, an organization may leverage WFM solutions to give real-time feedback via dashboards that highlight individual and team performance. By merging your routing engine, your operations team can take control of task distribution logic and instill a set of processes that are less time-consuming. Minimize hold time.

Contact Center 40

Contact Center Schedule adherence Management Coaching 40

Quality Contact Solutions

DECEMBER 31, 1969

Service Level : The percentage of calls that are answered within a specified time. For example, 80/30 means 80% of the calls offered to an agent are answered within 30 seconds. Hold Time : This is measured from the time the agent puts the customer on hold until the agent becomes active again.

Call Center 40

Call Center Metrics First call resolution Schedule adherence 40

Hodusoft

JUNE 7, 2024

To define a call/contact center manager in a more fun and engaging way, let’s cite an example from popular culture. If you have watched the 2006 Hollywood movie (or its 2010 adaptation) ‘Outsourced’ then Todd Anderson (or Todd Dempsy, in the series) is the closest and the best example of a call center manager.

Best practices 52

Best practices Call Center Omni-channel support Management 52

Playvox

JULY 14, 2023

Contact Center Agent Productivity Defined Call center agent productivity is based on the efficiency and effectiveness with which your agents handle customer interactions, such as incoming calls, emails, chats, and social interactions. Are agents working on what they are scheduled to do? How accurate is your forecast to actuals?

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74